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Operation Support Representative - Marketplace

BANGALORE, KARNATAKA, India

Full Time

Marketplace

Mid Level

Role: Customer Support Agent
Location: Bangalore, India
ClearTax (https://cleartax.in) is India's largest and fastest growing Tax Website, loved by over 10 Lakh Indians and thousands of businesses. Economic Times has ranked us as the best tax filing website in India. ClearTax makes software that simplifies financial lives for crores of Indians - from the salaried employee to small home office entrepreneur to Freelancer to micro-enterprises to next generation startups.
We have launched a compliance services platform (www.cleartax.com/services) for individuals and businesses with a catalog of 30+ services under one roof. We aspire to be the one-stop destination for all entrepreneurs in India with compliance solutions tailored for startups (https://cleartax.in/services/startup-program)
ClearTax is funded by Y Combinator, the foremost silicon valley startup accelerator. We are the first India focused startup Y Combinator has funded. Our team consists of IIT, IIM, ISB, BITS, University of Mumbai and Harvard grads – 20-30 somethings looking to make our mark in the world of tax
As a fintech startup, we are building the most innovative financial products for millions of Indian and lakhs of enterprises. This is your opportunity to be part of this adventurous journey
Key Responsibilities:
• As a Customer Support Agent at ClearTax, you will be responsible for ensuring seamless fulfillment of ClearTax services to our customers
• Act as a trusted advisor to customer’s post-purchase of any ClearTax service
• Address customer queries associated with services including both not limited to Business Incorporation, Tax Registration, Accounting, Payroll, ROC Compliances, Audit, Direct Tax, Indirect Tax, GST, tax and advisory services
• Proactively communicate with customers & manage relationships via email/call
• Directly liaise with our service provider partners to ensure prompt and proper delivery of the service; Ensure that any customer escalation is taken up directly with the service provider partner and resolved proactively
• Audit services delivered by our partners as applicable for accuracy of deliverables and process to our customers; Minimize rework by proactively fixing any gaps in outcomes through checklist-driven approach
• Ensure services are delivered as per ClearTax SLA
• Proactively flag upsell opportunities to sales and account management team
• Flag any customer query (that could not be resolved over call) as customer escalation for follow-up by the escalations team
• End to End ownership of key outcomes for client services
• Revenues under delivery
• Net Promoter Score (NPS)
• SLA Adherence (Customer, CA)
• Refund/Cancellations (minimize)
Desired Candidate Profile
• Willing to learn other areas under tax and compliances
• Hands on experience with managing customer relationships over phone/email Strong communicator – English, Hindi, regional languages (bonus)
• Demonstrate high degree of customer orientation
• Strongly Process Driven – Able to create and follow checklists
• Must be proficient in Office Tools - Word/Excel/PowerPoint
• Excellent written and verbal communication skills
• Willing to learn and work in a startup